Internet Video & The Deaf

Netflix took some heat for not providing a TTY customer support line fast enough when they moved to phone support, but when it comes to the deaf and Internet video Netflix isn't the only site that doesn't close caption online video. DeafDC has a story about the lack of closed captioning on most Internet video sites, including Netflix's Watch Instantly feature, iTunes, etc.

The Internet is leaving us behind, which is ironic, because it has also revolutionized the deaf and hard of hearing community. What can we do as deaf consumers to make sure that we are considered as a valuable demographic that companies should consider when designing their products?

We have to lobby our lawmakers, and organizations such as NAD and AGB should get together to create a coalition to address this issue. It would be nice if we could reach out to the large companies as well to gain their support in creating legislation that require all telecommunications companies and media companies to provide captioning on all forms of media. This will be an uphill fight, of course, since we just finished the battle to caption all television shows.

Oh, and I urge you to let Customer Service at Netflix know what you think of their decision to not offer closed captioning for their “instant watching” service. And if you’re a Netflix customer, you’re paying for a service you can’t access!

via Daily Kos.

Comments

[CJ]

The lack of closed caption for the NF Watch Now feature effects more than just deaf subscribers. Frequently I turn on the English subtitles when watching NF rentals with difficult English accents. And some times I turn on the subtitles when the music is overpoweringly loud compared to the spoken soundtrack rather than constantly adjust the volume.

I wouldn't hold my breath for NF to do anything, however. It would probably mean two copies of each title would have to be listed in the Watch Now catalog.

[Jason]

CC is a reality in Flash based video (a panel was devoted to the topic at Flash Forward '07). And I would think it's relatively easy to add CC features to digital video players (proprietary or otherwise) as I see many open source video player projects do support subtitles using simple text files.

[noe638]

From the FCC...
"In recognition of the significant start-up costs faced by new networks, programming on new broadcast or non-broadcast national or regional networks are exempt for four years from their launch date. A network must comply with the closed-captioning rules at the end of the four-year exemption period."

A new network on regular tv has four years to comply with closed captioning requirements and they are using an existing technology (line 21). I think these new technologies should at least get the same latitude. I don't know how much work it would take to implement closed captioning on Watch Now, but I am sure there are lots of technological hurdles.

[willielumlum]

While i agree that having cc for the deaf is a good idea, i'd just like to point out that the watch now feature isn't something anyone is "paying" for. It's a feature of the website. While those who are deaf or hard of hearing would benefit from closed captioning, I would also benefit by having it supported on my mac. Let's face it and remember that Netflix is in the DVD by mail business, and when the format changes to online delivery, i'm sure they'll be right there to offer closed captioning.

[Baff]

We most certainly are "paying" for watch now. Every member of Netflix pays for it whether they use it or not. It is also a major part of their advertising campaign, so Netflix is not just in the DVD by mail business. They are also in the internet movie streaming business, but only for some of their customers. From the Membership Plans page:

"3 at-a-time (Unlimited) for $16.99
Unlimited rentals - up to 3 movies out at a time with 17 hours of time to watch instantly for a flat monthly fee of $16.99."

That being said, closed captions might get added when they switch to Silverlight for watch now. That could be as early as April.

[urban bohemian]

I haven't used the watch instantly feature yet, but I definitely agree with the DeafDC article. I am hearing, but have a deaf friend and when a new movie comes out, it's always the usual search to find a theater where we can both enjoy the film.

I'm sure that it might not require two copies of each film, perhaps just a video player that has a captioned option.

I noticed the same thing lacking when I rented a movie from Amazon through Tivo Unbox. No captions, and it was disappointing since even I know how to encode movies from a DVD and maintain the captions as a separate layer, it was odd that they'd left out options for captioning or an alternative descriptive audio track.

[willielumlum]

So...um..weren't we all paying $17.99 for the 3 out plan before instant watch was a feature on the website? And, um..aren't we now paying $16.99 for the same plan, with instant watch? I'm curious as to how we're "paying" for it..

[hebby]

CC is an issue and letting customer service know about it really won't do much. People have been expressing their concerns about CC since the implementation last January to customer service and technical support. We keep getting the same answer; sorry it is not supported at this time. I agree that this should be provided but if you look at all internet contact with video how often do you see CC? I am not familiar with the law but I have heard that it is not a requirement to have CC with internet broadcasts. Does anyone know the answer to this?

I believe that NFLX engineering has been exposed to this request on many occasions from CS. I read a blog from Steve of NFLX a few months back about the Mac's and Firefox support. Found the article.
http://blog.netflix.com/2007/08/instant-watching-on-mac-firefox-and.html

Maybe he can post another blog topic concerning CC. I think it may be time for an official response from NFLX.

Hey NFLX, I know you read this. Let's blog about it.

[Baff]

"So...um..weren't we all paying $17.99 for the 3 out plan before instant watch was a feature on the website?"

Completely irrelevant.

[Sagodjur]

Baff,

While you have to be a member of Netflix to use instant watch, your plan costs the same whether you use it or not. Your membership fee is not paying for it. Your membership fee is paying for your service and some of that amounts to what's called profit. What Netflix does with it's profit is its business. They donate money to charities and they give customers access to free movies over the internet. I'm sure the profit also pays for Netflix employee's children to go to college. But you're not paying for their college tuition any more than you're paying for instant watch or food for the homeless. That'd be like saying that the company that pays your salary is buying you whatever you spend your money on. If you bought crack with your paycheck, is your employer responsible for the purchase of drugs? No, and you're not paying for instant watch.

[Baff]

Sounds like you are spending your money on crack.

When you sign up for Netflix, they tell you how many movies at a time and how many hours/month of instant watching that gets you.

They also have an ad running around that states "5 movies/month for $5" 2 of those are dvds, 3 of those are instant watch.

I know we are paying for it. Netflix knows we are paying for it. Not sure why you haven't realized it yet.

[Sagodjur]

What you're missing Baff is the difference between something you get because you're a member and what you get because you're paying for it. You're paying for the service of getting dvds through the mail. Membership gets you access to the website. If you don't have a computer, should you be compensated because you can't access the website? No, of course not. You're not paying for to access the website. If you don't have a PC and highspeed internet access, should you be compensated for not being able to watch instantly? No, of course not. You're not paying for the instant watch movies. It's a bonus. It's free to all members, whether you can use it or not. Go ahead and call Netflix and ask them if you can get money off your membership because you can't use the instant watch movies. They'll laugh at you (probably after you hang up). Read their terms of use: "Currently, the instant watching feature is provided to you at no additional charge."

[Baff]

"If you don't have a PC and highspeed internet access, should you be compensated for not being able to watch instantly?"

Yes, of course.

Read their terms of use: "Currently, the instant watching feature is provided to you at no additional charge."

Their PR department makes claims and their legal department covers their asses. And?

[Wayno]

It appears that with instant watch, that the Closed Captioning has been DELIBERATELY stripped from this system.

For example "Heroes" which is a TV series, when originally broadcast, and if you rent the DVD, HAS Captioning.
That means that the Captioning, HAD TO BE DELIBERATELY STRIPPED from the Instant Watch System. There's nothing there for my CCD to decode.
I've called Netflix and told, that's the way it is. Huh? You just DELIBERATELY DISENFRANCHISED THE ENTIRE DEAF/HARD-OF-HEARING COMMUNITY on purpose.

That's called discrimination in my book, sir.

I've had the unit for one day. Without the Closed Captioning, this is unuseable. It looks like I may be returning this unit.

I have an older analogue unit, WITH CCD that works fine on over the air broadcast, AND with DVD'S I've rented from Netflix. BUT this is PURE DISCRIMINATION.

To intentionally remove captioning from media that is captioned, there is no other word for it.

Sincerely

Wayno Guerrini
Tucson, Az

--

"Courage is the price that life exacts for granting peace,
the soul that knows it not, knows no release from little things.

Knows not the livid loneliness of fear nor mountain heights where bitter joy can hear the sound of wings."

- Amelia Earhart